• Work in a high performing, values-driven organisation
• Competitive salary with salary packaging benefits
• Hybrid work arrangement with office located in Sydney CBD
• Full-time permanent position

ABOUT US

Our passionate team empowers refugees to find safety and protection when they need it most.

Australia for UNHCR is the UN Refugee Agency’s partner in Australia, raising funds and awareness to assist people forced to flee conflict, disaster or persecution. With more than 120 million people now forcibly displaced worldwide, this work has never been more vital.

At Australia for UNHCR, we harness the generosity of Australians to help UNHCR deliver life-saving aid during humanitarian emergencies. This aid includes shelter, clean water, medicine, emergency cash assistance and counselling. We also support long-term education, healthcare and employment programs to help refugees rebuild their lives and create more secure futures. As part of the UN network, we make a difference for millions of people every year.

WHO WE ARE LOOKNG FOR

Our people are collaborative and inclusive team players, committed to finding new ways to increase support for refugees.

• A highly motivated, organised and detail-oriented Donor Care Assistant to join our busy Donor Care team, to provide a positive donor experience and process all incoming data into our CRM.
• A dedicated customer service professional with an exceptional phone manner, maturity and a ‘can-do’ attitude who is passionate about building relationships with our donors and supporters.

YOU’LL MAKE AN IMPACT BY

• Liaising with donors primarily via phone, mail, email and Live Chat, ensuring professional, timely and effective resolution of requests and complaints.
• Handling complaints as the first point of contact, resolving or escalating them when necessary, and maintaining the compliments and complaints register.
• Updating donor records and entering all donor communications and response actions into our CRM database.
• Processing all donations, including recurring donations, telemarketing imports and online donations.
• Entering new recurring donations from Face-to-Face campaigns and preparing/uploading acquisition lists into our CRM database.
• Performing ad hoc data imports and ensuring data accuracy in our CRM system.
• Developing, maintaining and updating database procedures as required.

WE WOULD LIKE YOU TO HAVE

• Proven and high-level customer service skills, including knowledge of best practices in donor or customer care and maintaining a donor/customer-centric approach to enhance satisfaction.
• Experience with multi-channel donor or customer service communication strategies and managing a high volume of inbound calls.
• Ability to show initiative and effectively respond to a range of requests and complaints from donors.
• Fast, accurate, and efficient data-entry skills.
• Experience working with and managing large data sets, including proficiency in relational databases such as Raiser’s Edge or similar platforms.
• Strong organisational skills, with the ability to prioritise tasks to meet competing deadlines.
• Demonstrated ability to build relationships and collaborate effectively within an organisation.

WHAT YOU’LL GET IN RETURN

Working at Australia for UNHCR means that you get to make a difference for refugees every day. Our people give their best, work with compassion, and feel valued and supported. We have an inclusive and supportive culture built on a shared purpose.

How do we know this? Our employees tell us! Our 2024 employee engagement survey revealed that:

• 100% of employees are proud to work at Australia for UNHCR
• 100% of employees feel trusted and valued by their Manager
• 89% can be successful as their authentic selves

We also offer:

• A competitive salary commensurate with the NFP sector
• Access to $15,900 salary packaging
• Additional leave entitlements with five weeks of annual leave
• A flexible and hybrid work environment
• A focus on wellbeing, including weekly fruit box, access to a holistic Employee Assistance Program with offerings on mental health, nutrition, parenting, financial support and much more
• A focus on learning and development at individual, team and organisational levels

We are a workplace that embraces diversity, inclusion and equal opportunity. We recognise the value of a diverse workforce and the creation of inclusive workforce cultures. We welcome applications from people with diverse experiences and cultural backgrounds, including migrants and former refugees.

For further information on this position, or to discuss any requirements that will ensure you can fully participate in our recruitment process, please reach out to our HR team: [email protected] using the subject line: Donor Care Assistant enquiry via EthicalJobs.

At Australia for UNHCR we are committed to ensuring a safe environment and culture for everyone, including children and vulnerable adults. Therefore, if successful, you will be required to comply with the Australia for UNHCR Safeguarding People Policy and sign the Australia for UNHCR Safeguarding Code of Conduct.

Closing Date:

Please apply ASAP as applications will be reviewed as they are received.